The Communication Process in professional environmentEvery time we open our mouths to speak, we are taking a leap of faith – faith that what we say will be understood by our listeners, more or less as we mean it.StrategiesSelf-knowledgeKnowledge of othersWillingness to “really” listenWillingness to make changes 7 C's of communication1.Clear.2.Concise.3.Concrete.4.Correct.5.Coherent.6.Complete.7.Courteous

What Is Communication?Communication is simply the act of transferring information from one place to another

COMMUNICATION SKILLSClearPeople shouldn't have to "read between the lines"Make sure that it's easy for your reader to understand your meaning.ConciseStick to the point and keep it brief.The audience doesn't want to read six sentences when you could communicate your message in three.There are details (but not too many!) Your message is solid.CorrectSpell checking.When your communication is correct, it fits your audience.Coherent All points are connected and relevant to the main topicThe tone and flow of the text is consistent.CompleteHave you included all relevant information – contact names, dates, times, locations, and so on?CourteousCourteous communication is friendly, open, and honest.There are no hidden insults or passive-aggressive tones.1234567The dynamics of communicationTo understand better the complexities of communication, let us look at the various levels on which communication may take place. There are at least four such levels:1. ContentThe factual material, the basic words themselves, or what one is talking about.

2. FeelingsExperiencing some feelings, such as: enthusiasm, pleasure, disgust, or whatever - as you are transmitting.

The feelings are a vital and very important.3. Feelings about feelings Feelings about feelings are an important aspect of communication and can create many problems in communication.4. TransmissionClear transmission facilitates clear reception.

Questioning TechniquesAsking the right question is at the heart of effective communications and information exchangeBy using the right questions in a particular situation, you can improve a whole range of communications skillsFor example, you can gather better information and learn more; you can build stronger relationships, manage people more effectively and help others to learn too.Open QuestionsOpen questions elicit longer answers. They usually begin with what, why, how.Here are some examples: •What happened at the meeting?•Why did he react that way?•How was the party?•Tell me what happened next.•Describe the circumstances in more detail.

Open questions are good for:•Developing an open conversation•Finding out more detail•Finding out the other person's opinion or issuesClosed QuestionsA closed question usually receives a single word or very short, factual answer.A misplaced closed question, on the other hand, can kill the conversation and lead to awkward silences, so are best avoided when a conversation is in full flow.Closed questions are good for:

•Testing your understanding, or the other person's: "So, if I get this qualification, I will get a raise?"•Concluding a discussion or making a decision: "Now we know the facts, are we all agreed this is the right course of action?"•Frame setting: "Are you happy with the service from your bank?"

Probing QuestionsFor finding out more detail.To get an additional information for clarification.Probing questions are good for:•Gaining clarification to ensure you have the whole story and that you understand it thoroughly.•Drawing information out of people who are trying to avoid telling you something.

Leading QuestionsLeading questions try to lead the respondent to your way of thinking. They can do this in several ways:•With an assumption•By adding a personal appeal to agree at the end•Phrasing the questionLeading questions are good for:•Getting the answer you want but leaving the other person feeling that they have had a choice.

Using Questioning TechniquesBy consciously applying the appropriate kind of questioning, you can gain the information, response or outcome that you want even more effectively.Questions are a powerful way of:LearningRelationship buildingAvoiding misunderstandingsDe-fusing a heated situationPersuading peopleTips for Effective Listening

DO’s

Be mentally prepared to listenEvaluate the speech not the speakerBe unbiased to the speaker by depersonalizing your feelingsFight distractions by closing off sound sourcesBe open mindedAsk questions to clarify and not to overshadow intelligenceParaphrase from time to timeSend appropriate non-verbal signals time to time

Don’ts

Not to pay undue emphasis on vocabulary as you can use the context to understand the meaningNot to pay too much attention to the accessories and clothing of the speakerNot to prepare your responses while the speaker is speakingAvoid preconceptions and prejudicesNot to get distracted by outside influencesNot to interrupt too oftenNot to show boredom

You do not listen with just your ears. You listen with your eyes and with your sense of touch. You listen with your mind, your heart, your imagination. (Egan Gerard)

A good conversationalist is popular, a good listener even more so. Talk only if you have something to say.

Controlling discussionsTool aim

To control a discussion session by encouraging the quiet ones to speak and the noisy ones to allow others to join in.

1 - ReciprocationOne person is required to repay in kind what another person has provided.

“One good turn deserves another”

2 - ConsistencyGood personal consistency is highly valued by society.

Consistent behavior provides beneficial approach to daily life.

“Doing what you said you would do”

3 Social ProofPeople often decide what to do or believe in a certain situation by looking at what other people are doing and believing.

“it’s the way things are done around here”

4 LikingPeople prefer to say ‘YES’ to those they know and like.

“I like you so….why not!”

5 AuthorityPeople have a deep-seated obedience and compliance towards requests from authority

6 ScarcityAccording to the scarcity principle, people assign more value to opportunities when they are less available

Negotiation Skills What is negotiation?Negotiation takes place when two or more people, with differing views, come together to attempt to reach agreement on an issue. It is persuasive communication or bargaining."you don't get what you deserve, you get what you negotiate“

1 preparation 2 objectivity3 strategy4 techniqueNegotiation Skills 1 preparation Prepare for the negotiation if you want to succeed 2 objectivityAssess your strengths, weakness and goals. 3 strategyPlan a realistic course of action based on sound preparation and objective appraisal of resources 4 techniqueCombine a wide set of skills, Draw an experience and self-discipline Dealing with difficult people Difficult people are everywhere. Maybe you’re one of them? Or maybe, everyone is difficult during certain moments of their life. Either way, eventually you’ll need to work or compromise with a person that you think is difficult.1Realize that there will always be people in the world that will obstruct you.2Look at your own behavior3Try to become more aware of your own perception of others.4Talk to your peers about it.StrategiesCommunicating Effectively Under PressureCommunicating clearly can be tricky but stress can make it a much harder task.Be self-awareStay focusedPlan aheadListenReceiving Feedback EffectivelyListen to the feedback given.Be aware of your non-verbal responses.Be open.Understand the message.Reflect and decide what to do.Follow up.Giving Feedback Effectively• Prioritize your ideas and understand their value.• Concentrate on the behavior, not the person.• Balance the content.• Be specific.• Be realistic.• Be timely.• Offer continuing supportConsideration